짧은 계획 간격을 갖는 M/M/c+M 콜센터에서의 최적 상담인원수 산정 방법 (Optimal staffing plan in M/M/c+M call center with short planning intervals)

서지정보

· 발행기관 : 한국서비스경영학회
· 수록지 정보 : 서비스경영학회지 / 11권 / 3호 / 95 ~ 115페이지
· 저자명 : 김준우, 이장희

초록

Determining the optimal number of agents and staffing level is very important in call center operations management because of their expenses. In general, the optimal staffing level was determined by the performance measures based on the queueing models in steady state, which did not consider the relatively short planning intervals and spill-over calls in practical call centers. To address this problem, the performance measures in transient state should be considered in staffing. In this paper, we numerically compute the staffing levels in transient state of M/M/c+M call center. Through the performance comparison, we can find that the performance in transient state is very useful in obtaining accurate staffing levels and consequently provides better customer service.

영어초록

Determining the optimal number of agents and staffing level is very important in call center operations management because of their expenses. In general, the optimal staffing level was determined by the performance measures based on the queueing models in steady state, which did not consider the relatively short planning intervals and spill-over calls in practical call centers. To address this problem, the performance measures in transient state should be considered in staffing. In this paper, we numerically compute the staffing levels in transient state of M/M/c+M call center. Through the performance comparison, we can find that the performance in transient state is very useful in obtaining accurate staffing levels and consequently provides better customer service.

참고자료

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